The purpose of this research project is to explore user complaints on Ask a Librarian, a library chat service administered by Scholars Portal and offered to university libraries across the province of Ontario, including those on the University of Toronto's three campuses. The research is longitudinal, exploring complaints before the COVID-19 pandemic (2019) and during the pandemic (2020-2021).
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May 10, 2024
Barrett, Kathryn; Crichton, Chad; Logan, Judith, 2024, "Replication Data for: Complaints Dataset",, Borealis, V1, UNF:6:zp1k+zuITiyxovdiHwNn4Q== [fileUNF]
Dataset of complaints coded through transcript analysis of chats on Ask a Librarian between 2019 to 2021.
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